Customer Success Analyst

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

TITLE: Account Support Analyst

GRADE: 8

LOCATION: Belgrade

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY

Account Support Analyst is responsible for serving as a point of contact for client interactions providing customer specific analysis, leading to improved service fidelity and customer profitability.

This position is responsible for Customer Escalation Management, AR/LOAR, Customer Business Reviews, Internal NCRA Stakeholder Management and Generating Reports on Customer Performance.

Specifically, position maintains working relationships with all client operation and service delivery teams.

Position requires a thorough understanding NCRA systems, operations and policies, and customer contract specifics that are used to resolve customer problems.

Works cross-functionally to help clients continue to achieve superior operational performance.

Responsibilities include

• Assisting and working alongside Customer Services Director, Executive Service Managers and Senior Service Analysts
• Reading, understanding and interpreting contractual agreements between NCRA and our clients; Ensuring contractual terms and conditions are executed in account lifecycle
• Revenue Assurance – ensuring customers are billing correctly and timely, enhancing customer satisfaction with the overall process
• Entitlement Accuracy – assuring all items for a customer are properly coded and receiving proper coverage for covered items in lifecycle
• Preparing standard and custom reports and ensuring SLA and other metrics are presented accurately, Communicating specific SLA (Service Level Agreement) requirements to specific locations.
• Ability to resolve customer issues and/or escalate issues to process or tool owners
• Ensuring customer data integrity for service delivery, billing and reporting.
• Ability to quickly determine next steps in problem resolution process, involving the necessary internal parties and timely updating the customer on the progress.
• Managing client expectations and service requirements.
• Attending vendor and customer meetings when required.
• Ensure that the customer uses the proper primary escalation contacts/processes within Services
• Works with customer help desks on specialized activities when normal NCR processes are failing
• Other job-related duties as assigned.

Basic Qualifications

• Minimum of BA/BS or relevant experience in analytical/customer services role.
• Proficient English Level (both verbal and written).
• Needs to be available for all US Time Zones to coordinate with Customers and Account team. May need to adjust as account responsibilities dictate.
• Excellent communication skillset to interface directly with external customers and internal NCRA parties. Analytical and/or technical experience, preferably within NCRA Services.
• General computer skills required; Microsoft Word/Excel proficiency

Specific skills & proficiency level

• Ability to work in a fast-paced environment and multi-task. Good time management and organizational skills
• Ability to identify and resolve issues with a sense of urgency
• Knowledge of PowerBI queries, Oracle systems, NCDM, MACC, Invoice Engine and other applicable systems
• Detail oriented
• Willing to work non-standard business hours as required by customers
• Works well under pressure
• Team player – ability to work with colleagues in multiple locations

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Company Benefits

• Private Health Insurance
• Employee Referral Bonus Program
• Wellbeing Resources
• Baby Bonus
• Life, Accident & Disability Insurance
• Numerous opportunities for internal career pathing and advancement
• Discounts for employees at NCR Atleos partners

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

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